IDEAS home Printed from https://ideas.repec.org/a/rvs/bancar/14_5-6_4.html
   My bibliography  Save this article

Disclosure and customer complaints handling: evidences from a sample of Italian banks

Author

Listed:
  • Elisabetta D'Apolito

    (University of Foggia)

  • Stefania Sylos Labini

    (University of Foggia)

Abstract

This research analyzes disclosure level in relation to handling complaints in a sample of Italian banks, investigating at the same time on its determinants. The investigation covered the period 2010-2012. After building an indicator based on the information that banks provide in their websites and in corporate documents, we estimate the relationship between the disclosure of certain banks’ financial and organizational variables. The results show that: the level of disclosure has increased, in conjunction with recent regulation of claims examined in this work, the significance of the size and efficiency variables, as well as the internal organizational arrangements for handling complaints - internal management vs. outsourcing.

Suggested Citation

  • Elisabetta D'Apolito & Stefania Sylos Labini, 2014. "Disclosure and customer complaints handling: evidences from a sample of Italian banks," Rivista Bancaria - Minerva Bancaria, Istituto di Cultura Bancaria Francesco Parrillo, issue 5-6, September.
    • Handle: RePEc:rvs:bancar:14_5-6_4
    as

    Download full text from publisher

    File URL: http://rivistabancaria.it/rb-rivista-bancaria/disclosure-e-gestione-dei-reclami-in-un-campione-di-banche-italiane
    Download Restriction: Full text for Rivista Bancaria subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Keywords

    customer complaints; disclosure; italian banks;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • G28 - Financial Economics - - Financial Institutions and Services - - - Government Policy and Regulation
    • G29 - Financial Economics - - Financial Institutions and Services - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rvs:bancar:14_5-6_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Stefano Marzioni (email available below). General contact details of provider: http://www.rivistabancaria.it .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.